Software Engineer - Platform

Job description

ABOUT ASSEMBLED Great customer support requires human agents and AI in perfect balance, and Assembled https://www.assembled.com/customers is the only unified platform that orchestrates both at scale. Companies like Canva, Etsy, and Robinhood use Assembled to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both human and AI capacity, Assembled helps teams deliver faster, better service while making smarter decisions about how to staff and automate. Backed by $71M from NEA, Emergence Capital, and Stripe, we're building the platform that makes AI and human collaboration actually work. THE ROLE We’re looking for an experienced software engineer to help build the foundation of Assembled’s platform. Our Platform org is responsible for the core systems that power Assembled’s products end-to-end: the infrastructure our applications run on, the integrations that ingest data into the Assembled ecosystem, and the data platforms that transform, model, and serve that data across the company. Assembled’s products sit at the center of some of the most operationally complex support environments in the world. Our workforce management product helps support teams plan and operate at scale, while our AI agents help automate work across chat, email, and voice. As both products grow, we need systems that are reliable, scalable, secure, cost-efficient, and capable of supporting both real-time operational workflows and large-scale analytical workloads. By joining the Platform org, you’ll work on foundational problems across infrastructure, data platforms, and integrations. Depending on your background and interests, you may go deeper in one area, but all of our platform engineers help build and evolve the systems that power both our workforce management product and our AI agents. SOME PROJECTS OWNED BY THE PLATFORM ORG - Scalable application infrastructure: We’re continuing to evolve the systems that run our products reliably and efficiently at enterprise scale, from container orchestration and observability to security and cost efficiency. - Integrations platform: We’re building the platform and connectors that ingest data from the systems our customers rely on most, including CRMs, ticketing systems, knowledge bases, communication platforms, and AI model providers. - Modern data foundations: We’re building the systems that transform raw product and integration data into reliable, queryable, derived datasets that power metrics, reporting, analytics, and other product experiences. - Real-time and analytical systems: Many of our products depend on both low-latency operational paths and heavier analytical workflows. We’re investing in systems that can support both without duplicating logic or creating inconsistent definitions. YOU MAY BE A GOOD FIT IF YOU: - Have 5+ years of engineering experience involving backend, platform, or infrastructure systems - Are excited by the idea of working on foundational problems that cut across infrastructure, data platforms, and integrations - Thrive in ambiguous environments and enjoy figuring out the right abstractions, system boundaries, and tradeoffs - Care deeply about reliability, maintainability, performance, and building systems that empower other engineers - Enjoy collaborating cross-functionally and understand how platform work can unlock product and business impact - Have familiarity with one or more parts of our stack: - Cloud provider: AWS - Container orchestration: Kubernetes + Karpenter - Datastores: Postgres + PgBouncer, Snowflake, Redis - Languages: Go and Python We know great candidates don’t always meet every requirement listed in a job description. If the role excites you and you believe you can make an impact at Assembled, we encourage you to apply. We value diverse perspectives and are committed to building an inclusive workplace where everyone feels like they belong and has the opportunity to do their best work. We look forward to hearing from you! For United States Applicants: Assembled participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. For United Kingdom Applicants: Assembled is required to verify your right to work in the UK and will conduct a Right to Work check prior to employment in accordance with applicable law.